Manager Digital Customer Solutions

Arizona Public Service generates reliable, affordable and clean energy for 2.7 million Arizonans. Our service territory stretches across the state, from the border town of Douglas to the vistas of the Grand Canyon, from the solar fields of Gila Bend to the ponderosa pines of Payson. As the state’s largest and longest-serving energy provider, our more than 6,000 dedicated employees power our vision of creating a sustainable energy future for Arizona.

 

Since our founding in 1886, APS has demonstrated a strong commitment to our customers in one of the country’s fastest growing states, earning a reputation for customer satisfaction, shareholder value, operational excellence and business integrity.

 

Our present and future success depends on the creative and dedicated people of our company who demonstrate the principles outlined in the APS Promise: Design for Tomorrow, Empower Each Other and Succeed Together.  

Summary

The Manager of Digital Customer Solutions will be responsible for the short- and long-term strategy, execution and operations of APS customer digital experience. This includes leading the Digital Customers Solutions team and collaborative partners through strategy development, planning, day-to-day operations and management, development and maintenance of all customer digital channels including aps.com, mobile apps, alerts and notifications, and emerging digital customer engagement channels. Responsible for the cross-department governance, reporting and executive communication. Expected to provide 24x7 operations related support; emergency response as needed. Business owner of all digital experiences created for customers.

Minimum Requirements

• BS/BA/MS in a relevant business, information technology or digital related field
• And eight (8) years of related transformational delivery experience as typically obtained in one of the following areas: IT, business or financial operations.
• In lieu of a degree, a combination of education and experience that includes twelve (12) years of applicable business information technology, transformational delivery and/or related transformational experience.
• Three (3) years management experience.

 

Preferred Knowledge, Skill or Qualifications:

• Experience with digital customer usability and experience principles and best practices, designing digital web platforms, implementing user interfaces and expertise in enterprise level digital customer communication processes and programs.
• Technical understanding of web and app platforms, web development, customer/user experience, alerts and notification platforms.
• Experience interfacing with both technical and non-technical leaders and employees.

Major Accountabilities

1) Lead a customer focused team to design, implement and manage all customer digital experience channels including APS.com, mobile apps, alerts & notifications. Responsibilities include building the customer digitalization strategy, roadmap and management plan with a focus on customer usability. interface design, technical integration, IT coordination and communication content creation.

2) Develop and manage a digital customer program portfolio to optimize the customer experiences, utility expenses, customer savings and associated revenue in alignment with all applicable local, state and federal regulations. Establish annual goals, operational plan and budget to meet or exceed user experience, user participation, transactional and overall utilization goals. Utilize customer management system to research customer inquiries and initiate and follow-through to drive improvement.

3) Propose new programs or modification of existing programs based on customer solutions benchmarking, market research and understanding of current and emerging best practices. Ensure customer digitalization strategies and programs are designed, implemented and operated to result in an optimal customer experience, while in line with changing regulations, technologies or business strategies. Identify and lead modifications of existing programs or development of new solutions through ideation, feasibility analysis, business case development, marketing, business planning and ultimate implementation and operation of new products or programs.

4) Lead change management initiatives to develop and improve internal business processes utilizing an agile approach.

5) Develop and manage business relationships with customer solution vendors. Collaborate with Procurement to manage the negotiations of contracts and agreements related to pricing provisions and final contract terms with product and service providers to ensure maximum operating performance and benefit of the company's shareholders